Gainsight

NOVEMBER 14, 2024

He was able to expand and connect the Odido customer base by ensuring a smooth journey and offering self-service tools. Their technology transforms how their customers do business, turning uncertainty into opportunity. Empowering customers and reducing cost to serve through self-service education strategies. The answer?

Self Service 52

Self Service Effort Score Hospitality Innovation 52

Gainsight

NOVEMBER 18, 2024

Community offers customers a self-service hub and allows organizations to tap into the wisdom of the crowd, as peers collaboratively solve problems and discover new use cases and features. Takeaway 3: Customer Retention Is Heavily Impacted by Community Customer retention is one of the biggest drivers of any company’s bottom line.

Self Service 40

Self Service Customer Retention B2B Report 40

ShepHyken

DECEMBER 29, 2024

BONUS Customer Experience Predictions for 2025: Expert Insights on AI, Leadership, and Human Connection by Dan Gingiss (Dan Gingiss) Our customer experience predictions for 2025 reveal a transformative shift in how businesses will connect with their customers.

Customer Service 73

Customer Service Self Service Connections Social Media 73

InMoment XI

NOVEMBER 18, 2024

These technologies make it easier to personalize interactions at scale, enhancing customer satisfaction and engagement. Behavioral Segmentation Moving beyond traditional demographic segmentation, more companies are adopting behavioral segmentation, grouping customers based on shared actions, preferences, or interactions.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

OCTOBER 4, 2024

The feedback is used to improve the quality of each interaction so that a customer develops and maintains a positive perception of the brand. For example, you can segment customers based on shared experiences or traits. Personalize your customer interactions. Collect customer feedback at each stage of the journey.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

NobelBiz

JANUARY 3, 2024

In 2024, several key trends are set to redefine the landscape of these centers. Check out our latest webinar episode Fireside Chat: 2023 Contact Center Industry Recap & Future Projections Pro Tips for Understanding 2023’s Industry Landscape and Predicting Trends in 2024.

Call Center 105

Call Center Trends Contact Center Contact Center Software 105

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth.

Customer Success 100

Customer Success Consulting Customers Leadership 100

CSM Magazine

DECEMBER 19, 2024

Retail theft soared in the first half of 2024, with a rate 24% higher in major U.S. Although facial recognition promises to crack down on theft (both internal and external), business owners who use the technology should prioritize transparency and consumer privacy to strengthen trust and loyalty with their customer base.

Retail 98

Retail Video Technology Survey 98

Optimove

DECEMBER 19, 2024

The Big Picture Retailers leveraging Optimoves Customer-Led Marketing platform achieved unparalleled success during Black Friday and Cyber Monday 2024. Targeted Offers : Promotions were customized based on individual preferences and past behavior, driving conversions.

Retail 59

Retail Lifetime Customer Customer Centricity Loyalty 59

Kayako

AUGUST 12, 2022

eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

ECXO

DECEMBER 25, 2024

SeasonOfLight , #ChristmasJoy , #HanukkahLights #cx #customerexperience Hannukah 2024 The False Dichotomy: Growth vs. Customer Experience A common misconception is that prioritizing customer experience will hinder growth by diverting resources or reducing profitability. Together, lets shine even brighter.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! If you’re looking to boost your customer satisfaction and drive business growth, you’ve come to the right place. So, let us guide you through the best B2B NPS software options of 2024. In 2024, NPS remains an essential metric for businesses of all sizes.

NPS 100

NPS B2B Software Net Promoter Score 100

InMoment XI

APRIL 25, 2024

REPORT 2024 Financial Services Online Reputation Benchmarks Report InMoment’s 2024 Financial Services Online Reputation Benchmarks Report provides a top-level view of the state of reviews today for the financial service industry — and how these reviews reflect the experiences financial services consumers want to have. Status Labs.

Financial 195

Financial Management Banking Insurance 195

ChurnZero

OCTOBER 10, 2024

Two-thirds of CS leaders say they’re delaying purchases by three months or longer in 2024. What can CS leaders do to influence their own leadership towards shorter purchasing timelines, more customer success budget, and better staff support? Let’s start with your customer ratio. Why not join us? 2: Be a great salesperson.

Customer Success 52

Customer Success Leadership Study Metrics 52

InMoment XI

SEPTEMBER 17, 2024

A customer journey map can help you understand the flow of the customer experience. Segment Your Customers Not every consumer will have the same customer journey, nor will they want to. Schedule a demo today to see how InMoment can help you improve the customer journey. Accessed 9/3/2024. Accessed 9/4/2024.

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

SurveySensum

OCTOBER 31, 2024

Boosts Business Growth and Profit A 5% increase in customer retention can result in a 25% increase in profit and the Pareto Principle states that 80% of your profit comes from 20% of your customer base.

Customer Engagement 52

Customer Engagement Engagement Social Media ROI 52

Very Best Service

DECEMBER 3, 2024

Predictive Analytics: By analysing customer data, businesses can predict future needs and behaviours. Amazon leverages predictive analytics to recommend products and services to customers based on their browsing and purchase history. Prepared with the help of Gemini - prompted 3rd December 2024

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

BirdEye

JULY 15, 2024

Birdeye View , a virtual conference scheduled for September 10th and 11th, 2024, addresses these critical areas by equipping local businesses with the knowledge and tools to harness the power of Artificial Intelligence (AI) and dominate their respective markets.

Social Media 59

Social Media Conference Automotive Competitive Advantage 59

AWS Machine Learning

NOVEMBER 21, 2024

The manifest structure is flexible and can be customized based on your needs. mp3", "call-id": "call-123", "transcription": "Customer: I'm really happy with your smart home security system. For this post, we use a simple structure: { "source": "s3://YOUR-BUCKET/audio/sample1.mp3",

Video 90

Video Training Feedback Policies 90

Optimove

FEBRUARY 1, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Due to popular demand, Optimove’s much-anticipated Lightning Talks are making a return at ICE 2024 between February 6th and February 8 th ! The post ICE 2024: The CRM Lightning Talks Are Back in Action appeared first on Optimove.

CRM 69

CRM Sports Consulting Data 69

Totango

MAY 7, 2024

If you’re ready to drive measurable growth from your customer base, we’d love to talk to you. The post Expansion is a Team Sport: Strategies for Aligning CS and Sales in 2024 appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Sports 103

Sports Sales Strategy Net Promoter Score 103

Optimove

OCTOBER 22, 2024

The Guide to Advance Customer Segmentation Go in depth on advanced segmentation with this guide which was written based on analyzing tens of thousands of segments across Optimove’s customer base. So, before you finalize the plan for your 2024 holiday campaign, be sure to check out our next post in this series.

Return on Investment 69

Return on Investment ROI Metrics Engagement 69

Totango

FEBRUARY 12, 2025

A unified vision to reflect our unified company The merger with Catalyst and the acquisition of Parative AI in 2024 gave Totango a fresh perspective on the evolution of customer success and the pivotal role AI plays in helping enterprise teams uncover and act on customer intelligence to fuel growth. Value is success is revenue.

Brands 62

Brands Customer Success Roadmap Innovation 62

Experience Investigators by 360Connext

JANUARY 23, 2024

Feedback Loops Are Your Friend : Keep those lines of communication open with your customers. Celebrate Diversity : In your team, in your customer base, everywhere. Never Stop Learning : The only constant is change, especially in customer preferences. Their insights can lead to your next big breakthrough.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

Helpware

JUNE 25, 2024

Requests, queries, and expectations mutate so rapidly that some companies, especially small and medium-sized enterprises (SMEs), struggle to reach financial and branding goals while solving the needs of their customer base.

Customer Service 80

Customer Service Financial Customer Base Customers 80

Retently

AUGUST 12, 2024

Diverse Customer Base : Customers come from diverse backgrounds, each with different expectations and preferences. NPS solutions must cater to a broad audience and provide insights into various customer segments. Enterprise Plan : Custom pricing for larger customer bases, tailored solutions available upon contact.

Ecommerce 79

Ecommerce NPS Retail Software 79

Lumoa

FEBRUARY 14, 2024

Is your CX strategy up to the task of meeting customers’ expectations going into 2024? Today, 73% of customers want companies to cater to their unique needs and expectations. There’s always something to be learned from your industry peers, especially if they enjoy the support of a large customer base.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

ChurnZero

APRIL 12, 2024

Just as customer success is always evolving, so is ChurnZero’s customer success software. Catch up on what’s new from Q1 2024, and see how it makes a difference, in our quarterly roundup of ChurnZero product release notes. How it makes a difference : Save time on segmentation review, search, and updating.

Course 52

Course Customer Journeys Groups Customer Success 52

ChurnZero

JANUARY 10, 2025

But now that 2025 is actually here, although 2024 certainly had its fair share of futuristic innovations (a desk bike to charge your phone, anyone?!), Digital customer success trend #1: Efficacy, along with efficiency Making customer success teams more efficient has long been a stated goal of many digital programs.

Trends 52

Trends Customer Success Net Promoter Score Customer Journeys 52

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. But in 2024, loyalty professionals will be shocked – albeit they should not be surprised – that many new multi-partner collaborations will be launched.

Loyalty 59

Loyalty Trends Data Marketing 59

InMoment XI

JULY 16, 2024

This immediate engagement not only resolves the issue but also showcases the brand’s commitment to customer service. Companies like Zappos are well-known for their rapid and effective customer service responses on social media, which have helped build a loyal customer base.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

This immediate engagement not only resolves the issue but also showcases the brand’s commitment to customer service. Companies like Zappos are well-known for their rapid and effective customer service responses on social media, which have helped build a loyal customer base.

Tips 195

Tips Management Social Media Hotels 195

ChurnZero

JANUARY 4, 2024

.” How will customer success teams evolve and adapt to meet those expectations, and what challenges will they encounter? Expanded roles and responsibilities: how will customer success evolve in 2024? Specialization, fractional hiring and more: how will customer success teams change in 2024?

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Gainsight

JANUARY 8, 2025

This tailored approach allows teams to address the unique and evolving needs of existing customers, which is something marketing tools simply arent built to handle. More and more, organizations are recognizing the distinct value of each tool in the customer journey.

Customer Journeys 52

Customer Journeys Net Promoter Score Sales Communication 52

SurveySensum

SEPTEMBER 2, 2024

Ad Networks and Retail Media Ad networks and retail media allow brands to engage with customers based on shopper data at the point of purchase decision. Retailers are testing new strategies that meet customer’s needs at different sales funnel stages. Attention measurement offers deeper insights into consumer engagement.

Trends 52

Trends Advertising Retail Chatbots 52

customer sure

DECEMBER 6, 2023

Don’t get us wrong, the notion of “customer experience” has always been an important factor for as long as goods and services have been traded in exchange for money, but as we head into 2024, we’re seeing more and more organisations investing in sophisticated, focused customer experience programmes - and rightly so, we reckon.

Customer Experience 62

Customer Experience Customer Journeys Social Media Healthcare 62

CSM Magazine

FEBRUARY 7, 2024

It is expected that 2024 will bring stability and gradual growth. Companies that fail to develop data-driven recruiting strategies in 2024 will face challenges in attracting top talent, while those that leverage analytics will have a competitive advantage. Job seekers and candidates will have increasing demands and expectations.

Trends 52

Trends Competitive Advantage Analytics Leadership 52